Program Manager - Customer Operations

Program Manager – Customer Operations Job Summary: Exterro is seeking a highly organized, results-driven Customer Operations Program Manager to lead the implementation and ongoing management of new tools or enhancements and internal process improvements. These projects span our customer-facing teams as well as other cross-functional projects. The ideal candidate has strong project management skills with a passion for knowledge sharing, continuous improvement, and driving customer success through scalable practices. This is a unique opportunity to join a growing team driving high-impact projects across the company. Key Responsibilities: Project Delivery Plan, execute, and oversee a variety of operations and technology related projects from in take and discovery to rollout and stabilization . Define project scope, objectives, timelines, and resource requirements. Track project work and metrics using appropriate tools and techniques. Ensure projects are delivered on time, within scope, and within budget. Process Design & Operational Excellence Identify process inefficiencies and recommend improvements that scale, improve data quality, and reduce risk. Lead redesign or clean up initiatives for existing workflows, including identifying root causes and eliminating unnecessary complexity. Balance speed and rigor, ensuring solutions solve the right problems and aren’t overengineered. Cross Functional Leadership Collaborate with cross-functional teams including Product, Engineering, Sales, Marketing and IT. Manage competing priorities and stakeholder expectations across multiple concurrent initiatives. Facilitate decision-making by articulating tradeoffs, risk and impacts. Risk, Dependency & Change Management Proactively identify, track and mitigate risks, issues and dependencies across projects. Anticipate downstream impacts of tool and process changes, and coordinate appropriate change management activities. Ensure teams are prepared for a successful adoption through clear communication, documentation and enablement. Governance & Communication Communicate project progress, issues, and solutions to stakeholders. Establish lightweight governance and operating procedures that support visibility and accountability. Monitor key performance indicators (KPIs) and report on project outcomes. Qualifications: 3–5 years of experience in project management, preferably within a GTM, business systems or operations environment. Proven experience implementing or managing new software. Excellent project management skills with experience using tools like Confluence, Monday.com, or Smartsheet. Strong communication and facilitation skills. Analytical mindset with experience measuring and reporting on project management KPIs. Preferred Skills: Proven strong leadership and collaboration skills. Familiarity with platforms such as Salesforce, billing, analytics or workflow platforms. Experience working with global or distributed teams. Change management experience is a plus. Why Exterro? Impact: Play a key role in a company at the forefront of data risk management, helping businesses safeguard their data in an increasingly complex digital world. Growth Opportunity: Join a rapidly growing organization where there is room for learning, development and upward mobility. Culture: Work in an innovative, inclusive, and collaborative environment, where your contributions are valued, and your professional development is supported. Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check. We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The base salary range for this remote position is $109,000 - $139,000 per year, based on skills, experience and qualifications. The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more. Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role. All employees are responsible for understanding and adhering to the organization’s security and privacy policies, procedures, and standards. As part of your role, you are expected to protect the confidentiality, integrity, and availability of information and systems within your scope of responsibility. Additionally, you are required to participate in mandatory security and privacy training and ensure that best practices are applied in all work activities.